Poor Customer Service Experience at JCPenney Online

I placed an order with JCPenney, Wednesday, February, 24th. After ordering, I realized that I needed to have the order shipped to my home address instead of the store. JCPenney doesn’t let you to modify an order after it’s placed like Amazon does. So, I emailed customer service and asked them to ship it to my home instead of the store. I received an e-mail response that the order had already processed and couldn’t be modified.

I then checked the order status, and it was still “in process”, so I emailed them back asking that they cancel the order. I received another e-mail response stating that they couldn’t cancel the order, because it had already processed.

I checked the order status again, and the status still hadn’t changed. It was still “in process.” I sent another e-mail expressing my displeasure, and today I received a response stating that I’ll receive another email when it ships, and it should arrive at my local JCPenney Friday – 9 days after the order was placed and 9 days after I tried to have the shipping method changed.

JCPenney needs to wake up. Poor service doesn’t cut it, because they’re not the only game around. Next time, Amazon will get my business, just like they do for most other items I order.


JCPenney Contact Us     Wed, Feb 24, 2010 at 18:35
Reply-To: JCPenney Contact Us 
To: Stephen Jenkins 
Thank you for your email.  We appreciate your taking the time to provide
us with your comments and suggestions.

This email is automatically generated to let you know that JCPenney has
received your email.  A JCPenney Representative will respond to you
within 48 hours.

You can always access helpful customer service information at
www.jcpenney.com. For information regarding the JCPenney company you can
log onto www.jcpenney.net.

Thank you for choosing JCPenney.

JCPenney Contact Us     Wed, Feb 24, 2010 at 19:27
Reply-To: JCPenney Contact Us 
To: Stephen Jenkins 
Thank you for contacting us online.

We are unable to make the change you requested to your jcp.com online
order.  Orders with the status of 'in stock' process quickly and a
change is not always possible.

We apologize for any inconvenience.

JCPenney Internet Customer Service
jcp.com
Every Day Matters

Original Message Follows:

Form Message

Subject: Recent Orders
First Name: Stephen
Last Name: Jenkins
Topic: request order cancellation or change
OrderZipCode: 
ItemNumber:
OrderNumber: 
Comments: Can I change the shipping destination?  Instead of shipping it
to the store, I'd like it shipped to my billing address.

Thanks
Email Address: 
Cluster: ww3.
Browser: Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.9.1.8)
Gecko/20100214 Ubuntu/9.10 (karmic) Firefox/3.5.8




Steve Jenkins   Sat, Feb 27, 2010 at 08:48
To: JCPenney Contact Us 
Then I'd like to cancel the order.  I just checked the order status, and it says it's in-process, so please cancel the order.

Steve Jenkins
[Quoted text hidden]
JCPenney Contact Us     Sat, Feb 27, 2010 at 08:49
Reply-To: JCPenney Contact Us 
To: Steve Jenkins 
[Quoted text hidden]
JCPenney Contact Us     Sat, Feb 27, 2010 at 21:49
Reply-To: JCPenney Contact Us 
To: Steve Jenkins 
Thank you for contacting us online.

We have not been able to make the change you requested to your jcp.com
online order.  Orders process quickly and a change is not always
possible.  If you have additional questions about the order, please
reply to this note.

JCPenney Internet Customer Service
jcp.com
Every Day Matters
7235

Original Message Follows:
[Quoted text hidden]
Steve Jenkins   Sat, Feb 27, 2010 at 21:52
To: JCPenney Contact Us 
This is ridiculous.  I just checked the order again, and it's still "In Process", i.e., it hasn't shipped.  
This the first time I've ever contacted your customer service department about an order, 
and it is the LAST time I will ever do business with JCPenney!

Steve Jenkins
[Quoted text hidden]
JCPenney Contact Us     Sat, Feb 27, 2010 at 22:01
Reply-To: JCPenney Contact Us 
To: Steve Jenkins
[Quoted text hidden]
JCPenney Contact Us     Sun, Feb 28, 2010 at 15:20
Reply-To: JCPenney Contact Us 
To: Steve Jenkins
We appreciate your taking the time to contact us.

Orders are processed in a timely manner, usually the next business day
after your order is submitted.  Although all of the merchandise you have
ordered is available, the fleece jacket was not in stock in the center
that usually fills your orders.  We are happy to inform you that we are
able to obtain this merchandise for you from another center.  Because of
this, please allow an additional 1-3 business days for delivery of your
order.

You will receive a shipping notification email once your order has
invoiced.  The email will provide the total of your order and invoice
number.  Please make note of the invoice number as it is helpful in
researching your order, should it become necessary for you to contact us
in the future.

Your order should be ready for pickup at the Tanglewood Mall after 3:00
PM on 3-5.  The Catalog Desk will contact you when your order arrives.

Your order will be charged to your credit card at the time it is shipped
from the warehouse.  For identification purposes only, please bring the
credit card used for payment when picking up your order.

Orders are held for 10 days only, so please call if you need extra time.
After 10 days, merchandise is returned to the warehouse and your account
credited for merchandise plus applicable sales tax.

To find the location of any of our stores, please return to
http://www.jcp.com and click on Store Locator at the top of the screen.
You may also access our store locator using the following URL:
http://www.jcp.com/jcp/StoreLocatorMenu.asp

Cordially,

JCPenney Internet Customer Service
jcp.com 7691
[Quoted text hidden]